Method for controlling display of a consultation session

ABSTRACT

Provided is a method of controlling display of a consultation session by integrating and displaying at least one consultation session managed by an individual respondent. The method includes receiving, from a server, data about the at least one consultation session to be displayed; displaying a consultation session window for each of the at least one consultation session; and displaying in a preset manner a session window of a consultation session in which details of consultation satisfy a certain condition for a consultant&#39;s intervention. The consultation session window includes a history of conversation in each of the at least one consultation session.

CROSS-REFERENCE TO RELATED APPLICATION

This application is based on and claims priority under 35 U.S.C. § 119to Korean Patent Application No. 10-2019-0111551, filed on Sep. 9, 2019,in the Korean Intellectual Property Office, the disclosure of which isincorporated by reference herein in its entirety.

BACKGROUND 1. Field

Embodiments relate to a method of controlling display of a consultationsession by integrating information about at least one consultationsession managed by an individual respondent and displaying a result ofthe integration to a consultant.

2. Description of Related Art

Consumers who have purchased various types of products, such aselectronic products, financial products, travel products, vouchers ofservices, or the like, call contact centers (or consultation centers) ofthe manufacturers or retailers of the products or services when theyhave an inquiry about the products or services or when the products orservices have a defect or malfunction.

Most companies operate such a consultation center to answer or handleconsumers' complaints or inquiries. It is convenient for consumers to beprovided with services through operation of a consultation center but itis burdensome for companies in terms of costs due to the large number ofstaff in the consultation center.

When calling the consultation center, consumers may feel inconveniencein explaining their inquiry several times when talking with aconsultant.

SUMMARY

Embodiments are directed to integrating information related toconsultation and providing a consultant with a result of the integrationto use resources of a consultation center more efficiently and to enablethe consultant to conduct consultation effectively.

Embodiments are directed to providing a history of conversation withprevious consultation targets to minimize any inconvenience, which maybe caused to a user due to duplicate consultation, when consultation isconducted with respect to various consultation targets in oneconsultation session.

Embodiments are directed to providing information related to a user'spsychological state and the like to a consultant through a history ofconversation and providing relevant information in real time accordingto the history of conversation, so that consultation may be conductedeffectively and intensively and conducted to meet the user's need.

Embodiments are directed to monitoring a plurality of consultationsessions by a consultant, and in particular, displaying a consultationsession window by giving visual effects thereto according to levels ofneed for intervention in a plurality of consultation sessions, therebyenabling the consultant to efficiently monitor the plurality ofconsultation sessions.

Embodiments are directed to providing an interface for quickly inputtinga pre-completed phrase with respect to a consultant's intervention in aconsultation session, thereby preventing a delay in consultation due toa change of a respondent.

Additional aspects will be set forth in part in the description whichfollows and, in part, will be apparent from the description, or may belearned by practice of the presented embodiments of the disclosure.

According to one or more embodiments, there is provided a method ofcontrolling display of a consultation session by integrating anddisplaying at least one consultation session managed by an individualrespondent, the method including receiving data about the at least oneconsultation session to be displayed from a server; displaying aconsultation session window for each of the at least one consultationsession, the consultation session window including a history ofconversation in each of the at least one consultation session; anddisplaying in a preset manner a session window of a consultation sessionin which details of consultation satisfy a certain condition for aconsultant's intervention.

The method may further include performing processing for theconsultant's intervention in a selected consultation session, based oninformation regarding the consultant's selection of one of the at leastone consultation session. The performing of processing for theconsultant's intervention may include requesting the server to transmita message providing notification of the consultant's intervention to atleast one of a respondent and a user who participate in the selectedconsultation session; displaying timing of the consultant's interventionon a conversation window of the selected consultation session; anddisplaying an interface for the consultant's participation in theselected consultation session.

The performing of processing for the consultant's intervention mayfurther include transmitting, to the server, an instruction instructingthe respondent to end answering to the user.

The displaying of the consultation session window may include displayinga consultation session display window for each of the at least oneconsultation session such that at least some areas of the consultationsession are not hidden by other windows.

The displaying of the session window of the consultation session in thepreset manner may include checking a level of need for the consultant'sintervention in each of the at least one consultation session; andemphasizing and displaying a session window of a consultation sessionwith a higher need for the consultant's intervention.

The emphasizing and displaying of the session window of the consultationsession with the higher need for the consultant's intervention mayinclude displaying the session window of the consultation session withthe higher need for the consultant's intervention by displaying thesession window to be larger, displaying the session window at a highestlayer, displaying the session window at the front, or blinking thesession window.

The condition for the consultant's intervention may include a conditionin which a level of need for the consultant's intervention is equal toor greater than a certain threshold.

The displaying of the consultation session window may includedisplaying, on the consultation session window, at least one ofidentification information of a user participating in the at least oneconsultation session, information obtained by analyzing the history ofconversation, and additional information of the user, as well as thehistory of conversation in each of the at least one consultationsession.

BRIEF DESCRIPTION OF THE DRAWINGS

The above and other aspects, features, and advantages of certainembodiments of the disclosure will be more apparent from the followingdescription taken in conjunction with the accompanying drawings, inwhich:

FIG. 1 is a diagram schematically illustrating a configuration of aconsultation system according to an embodiment;

FIG. 2 is a diagram schematically illustrating a configuration of aconsultant terminal according to an embodiment;

FIG. 3 is a flowchart for explaining a method of controlling display ofa consultation session conducted using a consultant terminal accordingto an embodiment;

FIG. 4 is a diagram illustrating a screen displayed on a consultantterminal, the screen including three consultation session windows;

FIG. 5 illustrates an example of a screen displaying an interface for aconsultant's participation in a session; and

FIG. 6 illustrates another example of a screen displaying an interfacefor a consultant's participation in a session.

DETAILED DESCRIPTION

Reference will now be made in detail to embodiments, examples of whichare illustrated in the accompanying drawings, wherein like referencenumerals refer to like elements throughout. In this regard, the presentembodiments may have different forms and should not be construed asbeing limited to the descriptions set forth herein. Accordingly, theembodiments are merely described below, by referring to the figures, toexplain aspects of the present description. As used herein, the term“and/or” includes any and all combinations of one or more of theassociated listed items. Expressions such as “at least one of,” whenpreceding a list of elements, modify the entire list of elements and donot modify the individual elements of the list.

The disclosure may be embodied in many different forms and performed invarious embodiments. Thus, certain embodiments are illustrated in thedrawings and described in detail herein. Advantages and features of thedisclosure and methods of achieving them will be apparent fromembodiments described below in detail, in conjunction with theaccompanying drawings. However, the disclosure is not limited to theseembodiments and may be embodied in many different forms.

Hereinafter, embodiments will be described in detail with reference tothe accompanying drawings, and the same or corresponding components areassigned the same reference numbers and are not redundantly describedherein.

In the following embodiments, terms such as first and second are notused for purpose of limitation but are used to distinguish one elementfrom other elements. In the following embodiments, the singularexpressions are intended to include plural forms as well, unless thecontext clearly dictates otherwise. In the following embodiments, termssuch as include or have means that the features or components describedin the specification are present, and do not preclude the possibilitythat one or more other features or components may be added. In thedrawings, elements may be exaggerated or reduced in size for convenienceof description. For example, the size and shape of each element arearbitrarily illustrated in the drawings for convenience of descriptionand thus the disclosure is not necessarily limited thereto.

FIG. 1 is a diagram schematically illustrating a configuration of aconsultation system according to an embodiment.

Referring to FIG. 1, a consultation system according to an embodimentmay include a server 100, a user terminal 200, a consultant terminal300, a chatbot server 400, a first communication network 500A, and asecond communication network 500B.

The consultation system according to an embodiment may handle aconsultation session for a user through continuously changing at leastone of a respondent and a communication method for consultation duringthe handling of the consultation session for the user. For example, inone embodiment, the consultation system may switch a communicationmethod of a consultation session for a user from a chat method to a callmethod or vice versa and switch a respondent of the consultation sessionfrom a chatbot to a consultant or vice versa.

In one embodiment, the consultation system may provide a consultant witha history of conversations with a user and information obtained byanalyzing the user according to the history of conversations duringhandling of a consultation session for the user by the consultant,thereby guaranteeing effective and smooth consultation.

In addition, in one embodiment, the consultation system may integrate atleast one consultation session managed by a chatbot and/or a consultantand provide the consultant with a result of the integration.

As used herein, a ‘consultation session’ for a user may refer to a unitin which details of consultation with the user are handled and managed.For example, in the case of a consultation center of a financial serviceprovider, a consultation session for a user who wants to cancel acertain product may include a series of operations of canceling theproduct, a result of analyzing messages from the user, and the like.However, the above description is merely an example and the scope of thedisclosure is not limited thereto.

As used herein, a ‘consultation center’ may refer to a place and/orfacility where various services are provided to remote users. Forexample, the consultation center may be understood to include a‘customer center’, a ‘call center’, a ‘common service (CS) center’, andthe like in a traditional sense. However, the above description is onlyan example and the scope of the disclosure is not limited thereto.

As used herein, a ‘user’ may refer to a subject that transmits his orher request to a consultation center as described above and receives anappropriate response or service to the request. For example, when aconsultation center is operated by a financial service provider, a usermay be a subscriber who has subscribed to or wants to subscribe to afinancial product provided by the financial service provider. However,the above description is only an example and the scope of the disclosureis not limited thereto.

As used herein, a ‘consultant’ may refer to a person who listens to auser's request and consults the user about the request. For example,when a consultation center is operated by a financial service provider,a consultant may refer to a person who monitors a plurality ofconsultation sessions conducted by chatbots and performs consultationwith respect to a consultation session selected during the monitoring ofthe plurality of consultation sessions in place of an existingrespondent. In an alternative embodiment, a consultant may refer to aperson who monitors consultation sessions conducted by other consultantsor chatbots and performs consultation with respect to a consultationsession selected during the monitoring of the consultation sessions inplace of an existing respondent.

As used herein, a ‘chatbot’ refers to a device that appropriatelyhandles a user's request and may be understood to mean a virtualrespondent provided by the chatbot server 400. In one embodiment, achatbot may analyze a user's request and provide an appropriate responsethereto by using a trained artificial neural network. In anotherembodiment, the chatbot may classify a user's request, based on presetrules, and provide a response according to a result of theclassification. However, the above description is only an example andthe scope of the disclosure is not limited thereto.

As used herein, the term ‘respondent’ who responds to a user may be usedto include a consultant and a chatbot as described above. Therefore, therespondent may refer to a chatbot or a consultant in some cases.

As used herein, a ‘communication method’ may refer to a means formediating a conversation between a user and a respondent. For example,the communication method may refer to a voice call method or a chatmethod. Alternatively, the communication method may refer to a videocall method or various means for mediating a conversation between otherinterlocutors.

In one embodiment, the consultation system may include the firstcommunication network 500A and the second communication network 500B. Inthis case, the first communication network 500A and the secondcommunication network 500B may refer to communication networks thatprovide different communication methods.

In one embodiment, the first communication network 500A may refer to acommunication network for mediating the exchange of data (or text data)between components of the consultation system. Examples of the firstcommunication network 500A may include wired networks, such as LocalArea Networks (LANs), Wide Area Networks (WANs), Metropolitan AreaNetworks (MANs) and Integrated Service Digital Networks (ISDNs), orwireless networks such as wireless LANs, Code Division Multiple Access(CDMA), Bluetooth, and satellite communication, but the scope of thedisclosure is not limited thereto.

In one embodiment, the second communication network 500B may refer to acommunication network for mediating the exchange of a voice signalbetween components of the consultation system. For example, the secondcommunication network 500B may include a Public Switched TelephoneNetwork (PSTN) but the scope of the disclosure is not limited thereto.In this case, the voice signal may refer to a signal transmitted from auser to a respondent or from the respondent to the user according to a‘voice call method’.

In an alternative embodiment, the first communication network 500A andthe second communication network 500B may be configured as oneintegrated communication network. In this case, the voice signal may bequantized (or digitized) and transmitted or received in the form ofvoice data.

In another embodiment, the first communication network 500A and thesecond communication network 500B may be configured to share at leastsome network configurations.

In one embodiment, the user terminal 200 may refer to various devicesthat a user uses to deliver his or her request to a consultation center.In other words, the user terminal 200 according to an embodiment mayrefer to various devices for transmission of details of consultationwith a user to the server 100.

As illustrated in FIG. 1, the user terminal 200 may refer to a portableterminal 201, 202 or 203 or a computer 204. Although not shown in FIG.1, the user terminal 200 may refer to a telephone (not shown) fortransmitting a user's voice signal.

In one embodiment, the user terminal 200 may refer to a device throughwhich both a voice call and chatting may be conducted. For example, theuser terminal 200 may be the mobile phone 201 which is a device throughwhich both a voice call and chatting may be conducted using the firstcommunication network 500A and/or the second communication network 500B.In this case, the voice call may refer to a conversation held between auser and a respondent using voice. In addition, chatting may refer to aconversation held between a user and a respondent using text messages.

The user terminal 200 may include a display means for displaying contentand the like to perform the above-described functions and an input meansfor receiving an input from a user with respect to such content. In thiscase, the input means and the display means may be configured in variousways. Examples of the input means may include, but are not limited to, akeyboard, a mouse, a trackball, a microphone, a button, a touch panel,and the like.

In one embodiment, the consultant terminal 300 may refer to variousdevices used by a consultant to handle (or intervene in) consultationwith a user by referring to various information about consultationprovided from the server 100.

For example, the consultant terminal 300 according to an embodiment mayintegrate information about at least one consultation session managed byan individual respondent such as a chatbot and/or another consultant,and display a result of the integration.

As illustrated in FIG. 1, the consultant terminal 300 may include acomputer and a voice communication device, through which both a voicecall and chatting may be conducted using the first communication network500A and/or the second communication network 500B. In this case, thevoice call may refer to a conversation held between a user and arespondent using voice as described above. In addition, chatting mayrefer to a conversation held between a user and a respondent using textmessages.

In the consultation system according to an embodiment, a plurality ofconsultant terminals 300 may be provided as illustrated in FIG. 1.However, the number of the consultant terminals 300 illustrated in FIG.1 is merely an example and thus the scope of the disclosure is notlimited thereto.

A configuration of the consultant terminal 300 will be described withreference to FIG. 2 below.

The chatbot server 400 according to an embodiment may refer to acomputing device that provides a chatbot for providing appropriatefeedback to a user according to consultation with the user andperforming appropriate processing accordingly. A plurality of chatbotservers 400 may be provided as illustrated in FIG. 1 or one chatbot 400may be provided.

An artificial neural network model or trained rules for an operation ofchatbots may be stored in a memory (not shown) of the chatbot server400. However, the above description is merely an example and the scopeof the disclosure is not limited thereto.

In an alternative embodiment, the chatbot server 400 and the server 100,which will be described below, may be integrally configured. However,for convenience of explanation, it will be hereinafter assumed that thechatbot server 400 and the server 100 are separate devices.

FIG. 2 is a diagram schematically illustrating a configuration of aconsultant terminal 300 according to an embodiment.

Referring to FIG. 2, the consultant terminal 300 according to anembodiment may include a memory 310, a processor 320, a communicationmodule 330, and an input/output interface 340, and may be connected toan input/output device 350.

The memory 310 temporarily or permanently stores data processed by theconsultant terminal 300. The memory 310 may include a magnetic storagemedium or a flash storage medium but the scope of the disclosure is notlimited thereto.

The processor 320 may include various types of devices capable ofprocessing data. As used herein, a ‘processor’ may refer to a dataprocessing device embedded in hardware and including a circuitphysically configured to, for example, perform a function represented bycode or instructions included in a program. Examples of the dataprocessing device embedded in hardware may include processing devicessuch as a microprocessor, a central processing unit (CPU), a processorcore, a multi-processor, an application-specific integrated circuit(ASIC), and a field programmable gate array (FPGA), but the scope of thedisclosure is not limited thereto.

The communication module 330 may be a device which includes hardware andsoftware necessary for the consultant terminal 300 to transmit andreceive signals, such as a control signal or data signals, by beingconnected to other network devices, such as the server 100 and/or theuser terminal 200, via wire or wirelessly.

The input/output interface 340 may be a means for interfacing with theinput/output device 350. Examples of the input device 350 may includedevices such as a keyboard, a mouse, and a touch panel. Examples of theoutput device 350 may include devices such as a display and a speaker.

A method of controlling display of a consultation session conducted bythe consultant terminal 300 will be described with reference to FIGS. 3to 6 below.

FIG. 3 is a flowchart for explaining a method of controlling display ofa consultation session conducted by a consultant terminal according toan embodiment.

A consultant terminal 300 according to an embodiment may receive data ofat least one consultation session to be displayed from the server 100(S31).For example, the consultant terminal 300 may receive, from theserver 100, data of three consultation sessions which are being handledby chatbots. In this case, the “data of the three consultation sessions”may refer to data of consultation sessions for three users. In otherwords, the consultant terminal 300 may receive data about consultationsessions for three users and simultaneously monitor status ofconsultation with the three users.

The number of consultation sessions to be received from the server 100via the consultant terminal 300 may be appropriately determinedaccording to the type and/or status of a consultation system.

For example, the server 100 may determine the number of consultationsessions to equally distribute consultation sessions currently beingprocessed to all consultants, so that data about the determined numberof consultation sessions may be received by consultant terminals 300 ofthe consultants.

In an alternative embodiment, the server 100 may allocate consultationsessions such that the sum of weights of consultation sessions to beburdened on each individual consultant is the same. In this case, theserver 100 may assign a high weight to consultation sessions with ahigher need for intervention and a low weight to consultation sessionswith a lower need for intervention, based on a result of analyzingindividual consultation sessions, so that a consultant in charge of aconsultation session with a higher need for intervention may be assigneda relatively small number of consultation sessions.

In another alternative embodiment, the server 100 may allocateconsultation sessions by taking into consideration professional fieldsof individual consultants. In this case, the server 100 may allocateconsultation sessions such that identified categories of consultationand professional fields of individual consultants match each other,based on a result of analyzing individual consultation sessions.

However, the method of determining the number of consultation sessionsand the method of allocating consultation sessions are merely examplesand the scope of the disclosure is not limited thereto.

The consultant terminal 300 according to an embodiment may display aconsultation session window with respect to each of the at least oneconsultation session, the consultation session window including historyof conversion in each of at least one consultation session (S32).

FIG. 4 is a diagram illustrating a screen 600 displayed on a consultantterminal 300, the screen 600 including three consultation sessionwindows 610, 620 and 630.

Referring to FIG. 4, the consultation session windows 610, 620, and 630with respect to received consultation sessions may be displayed on thescreen 600. In this case, each of the consultation session windows 610,620, and 630 may include areas displaying various information includinga history of conversation.

For example, the second consultation session window 620 will beexplained as an example below. The second consultation session window620 includes an area 621 displaying a user and a current respondent, anarea 622 displaying history of conversation, an area 623 displayingidentification information of the user, and an area 624 displaying aresult of analyzing a consultation session, including a level of needfor intervention.

In one embodiment, the area 623 displaying the identificationinformation of the user may be displayed as an upper layer of the area622 displaying the history of conversation. However, the display form ofthese areas is merely an example and the scope of the disclosure is notlimited thereto.

In one embodiment, the area 624 displaying the result of analyzing theconsultation session, including the level of need for intervention, mayinclude an interface for a consultant's intervention in a consultationsession. For example, the area 624 may include an interface forintervention in a consultation session, e.g., an ‘intervene’ button 625,as illustrated in FIG. 4. However, the above description is merely anexample and the scope of the disclosure is not limited thereto. Detailsof controlling display according to a consultant's intervention will bedescribed with reference to FIGS. 5 and 6 below.

The consultant terminal 300 according to an embodiment may display theconsultation session windows 610, 620, and 630 such that at least someareas of each of the consultation session windows 610, 620, and 630 arenot hidden by other windows.

In this case, the consultant terminal 300 according to an embodiment maydetermine areas to be hidden by other windows and/or an area to belastly displayed, in consideration of display priorities assigned to theareas of the consultation session windows 610, 620 and 630. For example,the consultation session window 620 may be set such that highestpriority may be assigned to the area 624, and priorities may be assignedin the order of a region of the area 622, which displays a latestmessage, the area 621, and the area 623. According to thisconfiguration, the area 624 displaying a result of analyzing aconsultation session may always be displayed even when the number ofconsultation session windows to be displayed increases.

In embodiments, a ‘need for intervention’ may be calculated by theserver 100 according to a certain rule and may refer to an indexindicating a level of need for a consultant's intervention in acorresponding consultation session.

For example, when a consultation session corresponds to a certainscenario, the server 100 may increase and/or reduce the level of needfor intervention. In this case, the scenario may include, for example, acase in which a user's emotional state is an angry state, a case inwhich the user requests to change a respondent, a case in which theuser's request cannot be handled by a chatbot, and the like. However,the above description is merely an example, and a level of need forintervention may be calculated according to various techniques.

The consultant terminal 300 according to an embodiment may display aconsultation session display window by adjusting a display method of theconsultation session display window according to a level of need forintervention in each consultation session. To this end, the consultantterminal 300 may check a level of need for a consultant's interventionin each of at least one consultation session. In this case, the ‘levelof need for intervention’ may be calculated and transmitted by theserver 100 as described above.

The consultant terminal 300 according to an embodiment may emphasize anddisplay a session window when a level of need for intervention in aconsultation session is high.

In this case, as illustrated in FIG. 4, the ‘emphasizing and displaying’of the session window may be understood to mean displaying the sessionwindow by displaying a display size (width) of each of the consultationsession windows 610, 620 and 630 in proportion to a level of need forintervention, displaying the session window on a highest layer,displaying the session window at the front, and blinking the sessionwindow. However, the above-described methods are examples of a method ofemphasizing and displaying a session window, and the ‘emphasizing anddisplaying’ of the session window according to an embodiment may includevarious methods of visually emphasizing and displaying a certain objecton a screen.

The consultant terminal 300 according to an embodiment may adjust adegree of emphasis of a consultation session window or change a windowto be emphasized whenever consultation session data and/or a level ofneed for intervention is updated over time.

For example, the consultant terminal 300 according to an embodiment mayreceive at least one piece of consultation session update data (S33),and update and display an emphasis display, based on the receivedconsultation session update data. The receiving of the at least onepiece of consultation session update data in operation S33 may beperformed in parallel with other operations.

That is, for convenience of explanation, it has been described abovewith reference to FIG. 3 that the receiving of the at least one piece ofconsultation session update data is performed between operations S32 andS34, but the receiving of the at least one piece of consultation sessionupdate data may be performed in parallel with operations S34 to S38regardless of an execution order.

The consultant terminal 300 according to an embodiment may display asession window of a consultation session, which satisfies a certaincondition for a consultant's intervention, in a preset manner, based onthe at least one piece of the consultation session update data receivedin operation S33. In this case, the ‘condition for a consultant'sintervention’ may be, for example, a condition in which the ‘level ofneed for intervention’ described above is equal to or greater than acertain threshold.

For example, when a level of need for intervention in a secondconsultation session indicated by the second consultation session window620 of FIG. 4 is equal to or greater than the threshold, the consultantterminal 300 may change a color of the ‘intervene’ button 625 on thesecond consultation session window 620 to be different from those of theother consultation session windows 610 and 630 or may alternatelydisplay two different colors. However, the above description is merelyan example and the scope of the disclosure is not limited thereto.

The consultant terminal 300 according to an embodiment may perform aprocess for a consultant's intervention in a selected consultationsession, based on information about a consultant's selection of one ofat least one consultation session displayed on a screen.

For example, the consultant may select and intervene in a secondconsultation session by performing an input using the ‘intervene’ button625 on the second consultation session window 620.

To this end, the consultant terminal 300 according to an embodiment mayobtain information about selection of a session in which a consultantwants to intervene (S34),In addition, the consultant terminal 300 mayperform a series of processing for the consultant's intervention in theselected consultation session.

First, the consultant terminal 300 according to an embodiment maytransmit, to the server 100, a request to transmit a message providingnotification of the consultant's intervention to at least one of arespondent and a user who are participating in the selected consultationsession (S35). In this case, the consultant terminal 300 may transmit tothe server 100 an instruction to instructing an existing respondent(e.g., a chatbot) to end answering to a user.

Alternatively, timing of the consultant's intervention and an interfacefor the consultant's participation in the selected consultation sessionmay be displayed on a chat window of the selected consultation session(S36).

FIGS. 5 and 6 illustrate screens 700 and 800 which are examples of ascreen displaying an interface for a consultant's participation in asession.

For convenience of explanation, it will be assumed that a consultant hasrequested to intervene in a second consultation session by performing aninput using the ‘intervene’ button 625 on the screen of FIG. 4.

Under the above assumption, the consultant terminal 300 according to anembodiment may display, on a consultation session window 710, timing ofthe consultant's intervention in the form of a certain message 711 andan interface 712 for the consultant's participation in a session.

In this case, the message 711 indicating the timing of the consultant'sintervention may be displayed in an area of the consultation sessionwindow 710, which displays history of conversation, so that the timingof the consultant's intervention may be accurately displayed and theconsultant may be allowed to intervene by referring to the context ofthe history of conversation.

The interface 712 may include a region displaying messages input by theconsultant, a button for transmitting messages, and a button 713 forinputting pre-completed phrases 714 and 715. A user may input a messagethrough an input means such as a keyboard or may input the pre-completedphrases 714 and 715 by clicking the button 713.

When the user inputs a phrase by clicking the button 713, the consultantterminal 300 according to an embodiment may display a layer 811 forinputting phrases on a consultation session window 810 as shown in FIG.6. In this case, the consultant terminal 300 may basically display aninterface for inputting ‘basic phrases’ available in all consultationsessions, an interface for inputting ‘additional phrases’ that areavailable in all consultation sessions but need to be changed, and aninterface for inputting ‘other phrases’. A user may quickly create andtransmit a first message through an interface displayed on the layer811, thereby minimizing inconvenience that may be caused to the user dueto a change of a respondent.

The consultant terminal 300 according to an embodiment may receive amessage, which has been received from a user, from the server 100 anddisplay the message (S37), and obtain a message input by a consultant inresponse to the message from the user and transmit the obtained messageto the server 100 so as to request the obtained message to betransmitted to the user's terminal (S38).

Accordingly, according to embodiments, a plurality of consultationsessions may be monitored by a consultant, and in particular, aconsultation session window may be displayed by giving a visual effectthereto according to a level of need for intervention in each of theplurality of consultation sessions, thereby enabling the consultant toefficiently monitor the plurality of consultation sessions.

According to embodiments, an interface for quickly inputting apre-completed phrase for a consultant's intervention in a consultationsession, thereby preventing a delay in consultation due to a change of arespondent.

Furthermore, a consultation center may be operated by using chatbots asa plurality of respondents and allowing a consultant to intervene inonly for a few consultation sessions with the need for intervention,thereby reducing the size and maintenance costs of the consultationcenter.

The embodiments described above may be embodied in the form of acomputer program executable through various components in a computer,and the computer program may be recorded in a computer-readablerecording medium. In this case, the computer-readable recording mediummay store programs executable by a computer. Examples of thecomputer-readable recording medium include a magnetic medium such as ahard disc, a floppy disk and a magnetic tape, an optical recordingmedium such as a compact disc (CD)-read-only memory (ROM) and a digitalversatile disk (DVD), a magneto-optical medium such as a floptical disk,a ROM, a random access memory (RAM), a flash memory, and the like, andmay be configured to store program instructions.

The programs executable by a computer may be specially designed andconfigured for embodiments or may be well-known and available by thoseof ordinary skill in the field of computer software. Examples of theprograms include not only machine code created by a compiler but alsohigh-level language code executable by a computer using an interpreteror the like.

The embodiments described herein are only examples and thus the scope ofthe disclosure is not limited thereby in any way. For brevity of thespecification, a description of existing electronic configurations,control systems, software, and other functional aspects of the systemsmay be omitted. Lines or members connecting components illustrated inthe drawings are illustrative of functional connections and/or physicalor circuit connections between the components and thus are replaceableor various functional, physical or circuit connections may be added inan actual device. Unless a component is specifically stated with anexpression “essential”, “important”, or the like, the component may notbe an essential component for application of embodiments.

Therefore, the scope of the disclosure should not be construed as beinglimited to the above-described embodiments, and the scope of allembodiments equivalent to the scope of the claims described below orequivalently changed from the claims are within the scope of thedisclosure.

According to embodiments, information related to consultation may beintegrated and provided to a consultant to use resources of aconsultation center more efficiently and to enable the consultant toconduct consultation effectively.

A history of conversation with previous consultation targets may beprovided to minimize inconvenience, which may be caused to a user due toduplicate consultation, when consultation is conducted with respect tovarious consultation targets in one consultation session.

Information related to a user's psychological state and the like may beprovided to a consultant through a history of conversation and relevantinformation may be provided in real time according to the history ofconversation, so that consultation may be conducted effectively andintensively and conducted to meet the user's need.

A consultation center may be operated by using chatbots as a pluralityof respondents and allowing a consultant to intervene in only for a fewconsultation sessions with the need for intervention, thereby reducingthe size and maintenance costs of the consultation center.

A plurality of consultation sessions may be monitored by a consultant,and in particular, a consultation session window may be displayed bygiving visual effects thereto according to levels of need forintervention in the plurality of consultation sessions, thereby enablingthe consultant to efficiently monitor the plurality of consultationsessions.

In addition, an interface for quickly inputting a pre-completed phrasefor a consultant's intervention in a consultation session may beprovided to prevent a delay in consultation due to a change of arespondent.

It should be understood that embodiments described herein should beconsidered in a descriptive sense only and not for purposes oflimitation. Descriptions of features or aspects within each embodimentshould typically be considered as available for other similar featuresor aspects in other embodiments. While one or more embodiments have beendescribed with reference to the figures, it will be understood by thoseof ordinary skill in the art that various changes in form and detailsmay be made therein without departing from the spirit and scope of thedisclosure as defined by the following claims.

What is claimed is:
 1. A method of controlling display of a consultationsession by integrating and displaying at least one consultation sessionmanaged by an individual respondent, the method comprising: receiving,from a server, data about the at least one consultation session to bedisplayed; displaying a consultation session window for each of the atleast one consultation session, the consultation session windowincluding a history of conversation in each of the at least oneconsultation session; and displaying in a preset manner a session windowof a consultation session in which details of consultation satisfy acertain condition for a consultant's intervention.
 2. The method ofclaim 1, further comprising performing processing for the consultant'sintervention in a selected consultation session, based on informationregarding the consultant's selection of one of the at least oneconsultation session.
 3. The method of claim 2, wherein the step ofperforming the processing for the consultant's intervention furthercomprises: requesting the server to transmit a message providingnotification of the consultant's intervention to at least one of arespondent and a user who participate in the selected consultationsession; displaying timing of the consultant's intervention on aconversation window of the selected consultation session; and displayingan interface for the consultant's participation in the selectedconsultation session.
 4. The method of claim 3, wherein the step ofperforming the processing for the consultant's intervention furthercomprises transmitting, to the server, an instruction instructing therespondent to end answering to the user.
 5. The method of claim 1,wherein the step of displaying the consultation session window furthercomprises displaying a consultation session display window for each ofthe at least one consultation session such that at least some areas ofthe consultation session are not hidden by other windows.
 6. The methodof claim 1, wherein the step of displaying the session window of theconsultation session in the preset manner further comprises: checking alevel of need for the consultant's intervention in each of the at leastone consultation session; and emphasizing and displaying a sessionwindow of a consultation session with a higher need for the consultant'sintervention.
 7. The method of claim 6, wherein the step of emphasizingand displaying of the session window of the consultation session furthercomprises displaying the session window of the consultation session withthe higher need for the consultant's intervention by displaying thesession window to be larger, displaying the session window at a highestlayer, displaying the session window at the front, or blinking thesession window.
 8. The method of claim 1, wherein the condition for theconsultant's intervention comprises a condition in which a level of needfor the consultant's intervention is equal to or greater than a certainthreshold.
 9. The method of claim 1, wherein the step of displaying theconsultation session window further comprises displaying, on theconsultation session window, at least one of identification informationof a user participating in the at least one consultation session,information obtained by analyzing the history of conversation, andadditional information of the user, as well as the history ofconversation in each of the at least one consultation session.